Government agencies as any other industry can benefit tremendously from contact center analytics to improve their contact center operations and customer services in order to provide high-quality customer experience. Citizens expect omnichannel interaction with their governments and data gathered through this omnichannel approach can provide tremendous opportunities for government agencies to look into requirements and expectations of their citizens. In such scenario, unified contact centers present an ideal solution which can provide information and analytics capabilities that help agencies continuously improve their service and cost structures. For instance, Cisco’s Customer Interaction Analyzer software captures omnichannel information regarding the citizen’s interaction with government contact centers or helplines providing government agencies an opportunity to better understand citizen needs and respond appropriately. Similarly, in the defense domain cloud contact center coupled with analytics capabilities can provide flexibility to agents enabling them to resolve issues even when away from their desk; facilitate personalized proactive communications with defense personals and their families; and manage timely resolution of incidents across all channels.
Contact Center Analytics Solutions in Government and Public Sector
Nice Incontact Contact Center is a cloud based contact center.
Ameyo helps organizations to connect, serve, and support their clients. It provides a flexible all in one solution that allows users to have a personalized interaction with each customer via multiple channels. This analytics solution aims to aid different organizations to enhance their productivity and meet all the requirements of its consumers. For monitoring the overall performance, the platform gives channel-wise reporting as well.